Customer Service Representative

Job description

WHO WE ARE Vultr is on a mission to make high-performance cloud infrastructure easy to use, affordable, and locally accessible for enterprises and AI innovators around the world. With 33 global cloud data center locations, Vultr is trusted by hundreds of thousands of active customers across 185 countries for its flexible, scalable, global Cloud Compute, Cloud GPU, Bare Metal, and Cloud Storage solutions. In December 2024 Vultr announced an equity financing at a $3.5 billion valuation. Founded by David Aninowsky and self-funded for over a decade, Vultr has grown to become the world’s largest privately-held cloud infrastructure company. Vultr Cares - 100% company-paid insurance premiums for employee medical, dental and vision plans. - 401(k) plan that matches 100% up to 4%, with immediate vesting - Professional Development Reimbursement of $2,500 each year - 11 Holidays + Paid Time Off Accrual + Rollover Plan - Commitment matters to Vultr! Increased PTO at 3 year and 10 year anniversary + 1 month paid sabbatical every 5 years + Anniversary Bonus each year - $500 stipend for remote office setup in first year + $400 each following year - Internet reimbursement up to $75 per month - Gym membership reimbursement up to $50 per month - Company paid Wellable subscription Join Vultr Vultr is seeking a highly motivated Customer Support Representative to help deliver exceptional service to our customers while resolving account and billing issues. The ideal candidate is customer centric, detail oriented, works with a sense of urgency, and has a positive can-do attitude. This is a highly visible role in a high-growth technology company, which will require experience in a high ticket volume contact center environment, ability to multi-task, and strong communication skills. This is your opportunity to join our fast growing team and leave your mark on Vultr and the future of Cloud Infrastructure. Key Responsibilities - Respond to customer inquiries regarding Vultr products and services through ticketing systems and other support channels. - Maintain professional and clear communication with both customers and internal teams, providing status updates and confirming resolution until the issue is fully closed. - Troubleshoot account and billing issues by reviewing account subscriptions, billing statements, and platform data using established procedures and documentation. - Manage multiple tickets and prioritize tasks efficiently with a sense of urgency while maintaining a positive customer support experience. - Document and summarize interactions and resolutions accurately. - Develop proficiency in Vultr’s products, services, billing rates, and procedures. - Follow established workflows and contribute to process improvements. - Maintain high customer satisfaction scores (CSAT) while meeting - Meet performance metrics such as ticket resolution time and first contact resolution rate (FCR). - Participate in ongoing training and development opportunities. - Participate in a 24/7 team-based operations environment, including scheduled shift coverage as determined by business needs. Qualifications - 1+ years of experience resolving billing and account issues in a high-volume contact center supporting customers in the cloud hosting, SaaS, IaaS, or related technology industry. - Strong customer service skills and the ability to communicate clearly in high-pressure situations - Ability to manage multiple tickets or issues simultaneously while adapting to shifting priorities - Strong written and verbal communication skills, including the ability to explain complicated billing issues and policies clearly to customers. - Proficiency in the English language. Compensation $19 - $24 per hour Final compensation will vary depending on years of experience, background/skill set, location, and applicable laws. INCLUSION & PRIVACY We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds and experiences, and we prohibit discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws. Vultr will consider qualified applicants with arrest or conviction records in accordance with applicable laws and will not conduct a background check until after an offer of employment has been extended and accepted. We also take your privacy seriously. We handle personal information responsibly and follow applicable laws, including U.S. privacy rules and India’s Digital Personal Data Protection Act, 2023. Your data is used only for legitimate business purposes and is protected with proper security measures. Where allowed by law, applicants may request details about the data we collect, access or delete their information, withdraw consent for its use, and opt out of nonessential communications. For more details, please see our Privacy Policy https://www.vultr.com/legal/privacy/.